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A very stressful time

Posted By T-1404

"A very stressful time"

About: Outpatients / Women's Day Clinic

(as a service user),

Attended women's day clinic where I had biopsies taken.   Was told the results would take 4-6 weeks.   This was a very stressful time and did not help when I was not contacted with results.   After phoning several times I kept getting the receptionist who would tell me the nurse was not in or was in clinic at that time and would phone me back.   It was almost 8 weeks when I received the results.   The nurse apologised and said my letter was awaiting to be sent out and that they would ensure it was sent out on the Monday (this was the Friday).   Two weeks later and I still have not received the letter.   This is unacceptable and did not put any ease into a very stressful time! !

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Responses

Response from Margaret Meredith, Nurse Manager, Womens Services, NHS Grampian 4 years ago
We are preparing to make a change
Margaret Meredith
Nurse Manager, Womens Services,
NHS Grampian

Submitted on 04/11/2019 at 13:17
Published on Care Opinion at 13:35

Hi T-1404

I am very sorry to hear of the delay in receiving the results from biopsies taken at your recent clinic appointment. I appreciate it is a stressful time awaiting results with the prolonged period of time waiting only adding to your anxiety. The nurses work part time and are not always in the department. This may explain why it took several calls for you to receive a response. However we will review the current communication process between the receptionist and the nursing team to see if this can be improved.

I also apologise that you did not receive your letter the following week as promised. The delay in patients receiving results by letter is currently under review. I have spoken to Leanne Roy, Assistant Secretarial Services Manager, and she is happy that you contact her directly on 01224 550078 to discuss this with her if you wish.

Thank you for your post, sharing your experience, and the distress caused to you when you did not receive your results in the timescale you were given.

Kind Regards

Margaret

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Response from Margaret Meredith, Nurse Manager, Womens Services, NHS Grampian 4 years ago
Margaret Meredith
Nurse Manager, Womens Services,
NHS Grampian

Submitted on 06/01/2020 at 10:10
Published on Care Opinion at 10:10

HiT-1401

Just to keep you updated on the response to your post. There has been secretarial assistance put in place to clear the backlog in letters to be send out to patients with their results. There are plans to provide continued support to prevent any delay in the future.

Kind Regards

Margaret

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